You think you talk to your customers, but do you really know how they feel? More importantly, are you able to engage with them in a way that proves you speak their language, and that allows you to assist them in reaching goal-driven outcomes?
You have invested in marketing initiatives in order to grow your customer base and loyalty among your clientele. However, many of these programmes remain one-sided, particularly when it comes to communicating with customers. In a world of multiple channels, world events going viral on social media, and an explosion of messaging solutions, engaging customers has never been more challenging – or more important.
Today’s customers are demanding more relevant, personal and empathetic engagement from the brands they deal with. Traditional digital marketing techniques seem pretty antiquated against this backdrop. In fact, they are a good way to alienate the very people you are trying to build a relationship with.
Most companies base their understanding of their customers on segmentation-based classifications, and very few have the ability to effectively move them towards specific goal-driven outcomes.
As with any other relationship, trust between a business and its customers is vital. Without that trust, it is extremely difficult to help customers achieve their goals, and almost impossible to nudge them towards your business objectives.
In order to establish a relationship of trust in which your customer will pay attention to your communications and engage, their changing context must be captured and understood, and the many technologies and channels available in the market today need to be embraced. You need to provide rich, context appropriate communications which nudge customers towards your objectives.
This can be achieved by establishing true dialogues with customers. Every individual follows different paths and journeys in reaching a goal, and gaining an understanding of that individual at each step they take is essential. Creating a dialogue with the customer along the way allows for the creation of a relationship memory that enables a single view of engagement across all channels.
This, in turn, facilitates a deeper understanding of the customer as well as communication that has the immediacy and fluidity of a face-to-face conversation between two people. The end result is a means through which companies can humanise digital interactions with mutually beneficial goal-driven engagements.
inQuba Engage allows you to talk to each customer as a ‘market of one’. Event information (such as a completed survey, dialogue or other interaction) is paired with rich customer context. inQuba Engage makes connections between all the things which the customer does. As they interact with you through touchpoints, interact with communications and discuss your brand online, all information is captured to provide a single view of the engagement. This view informs highly personalized and contextual communications.
Personalization and branching logic are determined by responses and customer context, allowing for truly interactive engagements and personalised, event-driven targeting.
Using inQuba Engage, moving customers from point to point and goal to goal in their journey is easy. Building a platform of trust, inQuba Engage uses context to humanise the digital experience, empowering business to personally engage customers at every step in order to nudge customers towards the desired goal in real time.